Will the original assignees, message authors and created dates be preserved when we migrate to Salesforce Service Cloud?
Yes. Created-time metadata is carried across, and so are assignees and message authors who have a user account in Salesforce Service Cloud. Where Salesforce Service Cloud cannot store one of them natively, it is kept as embedded metadata on the migrated record.
If Salesforce Service Cloud can't natively support an old record type, what are my options?
We handle it case by case. While mapping your data, we identify every record type without a direct counterpart in Salesforce Service Cloud, review sample records from it and propose how it can be represented, based on what Salesforce Service Cloud supports: map it to the closest native object, create a custom field or object, fold it into the parent record as text or a note, attach it as a file, or keep it in a read-only archive. You choose the approach, we write the migration scripts to place the data there, so it comes across in the form you choose instead of being left behind, and you see how it looks in a sample migration before we run the full set.
What happens to tickets assigned to agents who have left the team or don't have an account in Salesforce Service Cloud?
They still come across. Before the migration runs, you decide where they go: to a fallback owner you choose, or left unassigned where Salesforce Service Cloud allows it. Either way, each ticket can get a tag with the original agent's name, for example Assigned_to_Jane, so your team can still see and filter who handled it and reassign them later.
Will all our ticket tags carry over to Salesforce Service Cloud, and can migrated tickets be marked so we can tell them apart?
The tags on the tickets being migrated carry over. Tags come across as part of each migrated ticket, so a tag that isn't on any migrated ticket isn't created in Salesforce Service Cloud, and you can also limit the migration to a list of tags you choose in the migration checklist. Each migration is a custom script, so we can stamp every imported ticket with a tag such as "migrated", or, where Salesforce Service Cloud has custom ticket fields, a field value you choose, so they are easy to filter, and if you ask for a change after reviewing migrated tickets, we re-sync those tickets with the update. The sample migration shows exactly how your tags appear before the full run.
Will migrating to Salesforce Service Cloud send emails or notifications to customers, our team or anyone else?
No. Before the sample or full migration starts, we confirm with you that nothing in Salesforce Service Cloud will send messages about the migrated data: we import with notifications switched off wherever Salesforce Service Cloud allows it, and pause any automation that could send them or give it a condition that skips migrated records. We only proceed once you have confirmed it. If you want anyone told about the move, that message is sent separately, once the migrated data has been checked.
Will you migrate our knowledge base articles to Salesforce Service Cloud as well as our tickets?
Yes. Knowledge base articles can be part of the same migration as your tickets, and move into your Salesforce Service Cloud knowledge base.
Can we migrate only the contacts who have tickets to Salesforce Service Cloud, not our whole contact list?
Yes. We pull your tickets first, collect the distinct requesters from them, and migrate only those contact records. Contacts with no ticket history are not added to Salesforce Service Cloud.
Can you migrate data that Salesforce Service Cloud can't take in through an API?
In many cases, yes. Where something can't be written through an API, we recreate it through the application itself where the interface allows it, and where that work is repetitive we script and automate it. We tell you up front which items are handled this way, because recreating them through the interface can add time to the schedule.
How do you check that our tickets in Salesforce Service Cloud match the originals?
We run verification checks that compare each migrated ticket in Salesforce Service Cloud with its original in your current help desk. They cover message content, HTML rendering, inline images and attachment checksums.
Will our full ticket conversations come across to Salesforce Service Cloud, or only notes on each ticket?
We migrate the full conversation on each ticket, not a summary saved as notes. Where your current help desk's API doesn't expose part of the history, our engineers retrieve it from your current help desk directly and work out a route to load it into Salesforce Service Cloud. You check the result in a sample migration before the full run begins.
What happens if Salesforce Service Cloud requires fields our current data doesn't have?
We check Salesforce Service Cloud for required fields your current data cannot fill and bring each one to you before those records are migrated. Together we agree how each one is handled, such as a mapping from an existing field, a default value, or, where Salesforce Service Cloud lets that field be made optional, setting it to not required for the migration so you can make it required again once the migration is complete. The migration then runs with that rule applied, so no records are rejected or left behind.
Do internal notes and system-generated notes migrate to Salesforce Service Cloud, or only customer-facing replies?
Internal notes can come across, and so can system-generated notes where your current help desk's API makes them available. During scoping you choose which notes to include, so Salesforce Service Cloud holds the history your team will actually use.
Will our custom ticket fields map to the right fields in Salesforce Service Cloud?
Yes. Before anything runs, we map each of your custom fields to its destination field in Salesforce Service Cloud and confirm the mapping with you. You then review a sample migration so you can check that the values land where you expect, and we make any mapping changes before the full migration.
Can you migrate hundreds of thousands of tickets and contacts to Salesforce Service Cloud?
Yes. Every migration is a custom script built for your project, so volume is something we plan for, not a limit on what can move. At large volumes, run time is set mainly by how fast your current help desk's and Salesforce Service Cloud's APIs accept requests, and we plan the full run around that. Before the full run, we test the mapping and throughput with a sample migration.
Will our macros keep their formatting in Salesforce Service Cloud?
The macros you choose to migrate arrive in the format they have in your current help desk, so their content reads as your team wrote it. If you want them restructured or reformatted on the way over, tell us the layout you prefer or share a CSV with it, and we migrate them in that format.
Will links between our records still work after we migrate to Salesforce Service Cloud?
Yes. We move your data in two passes. The first pass creates every record in Salesforce Service Cloud and stores its new ID. The second pass goes back and points each reference at the new record, so links between records lead to the right place.
Can you combine data from several support tools into one Salesforce Service Cloud account?
Yes. Each tool's data is extracted separately and written into the same Salesforce Service Cloud account. How records from the different tools fit together is settled in the data mapping before the build. The sample migration includes data from every source, so you can check the combined result before the full run.
Can you fix tickets that are linked to the wrong company as they move to Salesforce Service Cloud?
Yes, where Salesforce Service Cloud lets a company be set on each ticket. Each migration runs as custom scripts against the source and destination APIs, so we can set the correct company on each ticket as it is written to Salesforce Service Cloud. We agree the assignment rules with you first. The corrected links show up in the sample migration, so you can check them before the full run.
Can ticket watchers or followers be migrated to Salesforce Service Cloud?
Yes, where your current platform records them. We read the watcher list from each ticket and, where a watcher has an agent account in Salesforce Service Cloud, matched by email, add them as a watcher on the matching migrated ticket. You confirm the result on the sample migration before the full run.
Will our ticket formatting, including HTML content, carry over to Salesforce Service Cloud?
Yes. The migration script converts ticket content, including HTML, into the format Salesforce Service Cloud expects, and our verification checks compare migrated tickets with the originals, including how the HTML renders. The sample migration lets you compare migrated tickets side by side with the originals before the full run, and if anything renders differently, such as HTML appearing as raw text, we adjust the script and re-run the samples until you sign off.
Will the migration create duplicate tags or custom fields in Salesforce Service Cloud?
It shouldn't. We map your data onto the tags and custom fields that already exist in Salesforce Service Cloud rather than creating duplicates alongside them, and we can write the scripts so they leave your existing custom field setup unchanged. If any duplicate tags do turn up after a run, we merge them.
What data will be migrated to Salesforce Service Cloud, and how will each type of record map?
It depends on your current platform and the scope you choose, but it is usually the core records and everything attached to them. Before anything runs, we send you a migration checklist showing where each type of record lands in Salesforce Service Cloud, including anything that won't move, and you confirm the scope.
How do you migrate dependent fields into Salesforce Service Cloud, where one field's options depend on another?
We migrate the parent field and its dependent field together, so each record keeps a valid pair of values. For that to work, the same parent and child options need to exist in Salesforce Service Cloud, with each child option set up under the right parent value; otherwise the dependent value may not be saved. The sample migration shows whether the pairs land correctly, and if they don't, the options are aligned and we re-sync before the full run.
Are attachments migrated to Salesforce Service Cloud, and how do you make sure none are missed?
Yes. Attachments are downloaded from your current platform and uploaded to Salesforce Service Cloud as real files on the same records, wherever Salesforce Service Cloud accepts files on that type of record and within its file size limit, not left as links back to the old system. To make sure none are missed, your Migration Validation Report checks attachment integrity by checksum alongside the record-count comparison, and we can also run an attachment count check against your source and share the results. You can review attachments in the sample migration before the full run.
Do we need to create our custom fields in Salesforce Service Cloud before the migration, or do you create them?
Usually we create them as part of the migration. Where Salesforce Service Cloud has no API for creating fields, we set them up through its interface, using admin access you grant us. On some platforms we ask your team to create certain fields and tell us which source field maps to each one, and we confirm which applies to Salesforce Service Cloud during scoping.
What happens to custom fields that have no matching field in Salesforce Service Cloud?
You choose how each one is kept. We can create a matching custom field in Salesforce Service Cloud, map it onto the closest existing field, or write its values onto each migrated record as an internal note laid out as readable field-and-value pairs, so the information stays visible without cluttering your new setup. Every field without a match is listed in the migration checklist, and we agree the approach with you before the sample migration.
Can you migrate our data into Salesforce Service Cloud if another team already uses it, and merge it with the records already there?
Yes. Before creating anything, we check each incoming record, such as a company or contact, against the records already in Salesforce Service Cloud, using a matching rule we agree with you, such as an email address or an ID. Where a match is found, the migrated data is attached to the existing record. Records with no match are either created as new records or set aside on a list for your team to review, whichever you prefer, and if you already keep a mapping between the two systems' names or IDs, we can apply it in the migration scripts. We also map your data into the fields the other team already uses rather than adding duplicate fields alongside them.
Will inline images still display after we migrate to Salesforce Service Cloud, or will their links break?
They keep displaying once they are re-hosted, and we plan for that. Where inline images are stored by your current platform, we can download them, upload them to Salesforce Service Cloud and point each image link at its new location, so it no longer depends on your old account. Images embedded directly in email bodies can still be served from your old account, so before you shut it down we can identify the affected records and re-import them with their images re-hosted, and our verification checks on the sample migration include inline images.
Can you set the same value on a field for every record you migrate to Salesforce Service Cloud, such as labelling every contact's phone as 'Mobile'?
Yes, as long as Salesforce Service Cloud lets that field be set through its API. Each migration is a custom script, so we can apply a fixed value to a field on every migrated record. We first test that Salesforce Service Cloud accepts the value, confirm with you, and then apply it across the board, including on records that have already been migrated.
What happens if some of our field values are longer than Salesforce Service Cloud allows?
We handle it in the migration scripts. Fields where Salesforce Service Cloud's limit is shorter than your data are identified while we map your data, the handling for each one is agreed with you before the migration runs, and you can check the result in the sample migration before the full run.
Can you migrate our workflows and automations into Salesforce Service Cloud, or only our data?
Both can be in scope. Your records are the core of the migration, and workflows, rules and automations can be added: we recreate them in Salesforce Service Cloud using its own conditions and actions, since automations don't copy across platforms as they are. Where Salesforce Service Cloud's API can't create them, they are set up through its interface instead, and we agree during scoping exactly which ones we rebuild and which your team or implementation partner will handle.
Do you migrate our users, or do we need to create them in Salesforce Service Cloud before the migration?
Usually your team creates them, but we can do it for you. We recommend setting up your users in Salesforce Service Cloud before the full migration, so every record can be attributed and assigned to the right person; the sample migration uses a default user, so it doesn't need them. If you'd rather we create the accounts, send us the list of users and their roles and we provision them for you, where Salesforce Service Cloud allows it.
Will the migration delete or overwrite any data that's already in Salesforce Service Cloud?
No. The migration adds your records alongside what is already in Salesforce Service Cloud, and nothing there is deleted without your confirmation. Where an incoming record matches an existing one, we link to the existing record rather than creating a second copy, and corrections to migrated records are made as updates wherever possible rather than by deleting and recreating them.
What happens if Salesforce Service Cloud rejects some of our records during the migration?
We log each rejected record, fix the cause and push it again. Common causes, such as a required field your data doesn't fill or a value in a format Salesforce Service Cloud doesn't accept, are agreed with you and handled in the migration scripts, and the scripts can be re-run safely without creating duplicates. When the migration finishes, you get a list of every migrated record and of anything left out, with the reason.
Will the data we migrate count toward Salesforce Service Cloud's plan limits or storage charges?
It depends on your Salesforce Service Cloud plan. Migrated records arrive as regular records in Salesforce Service Cloud, so whether they count toward its record or storage limits is set by Salesforce Service Cloud's pricing, and its own team or your implementation partner can confirm how your plan treats them. If limits are a concern, you can reduce what moves, for example by migrating only the last one or two years of history.
Are deleted tickets included when we migrate to Salesforce Service Cloud?
Only if you want them. You decide during scoping whether deleted and spam tickets are included, and we apply that choice to every run, including the final delta sync. Some platforms keep deleted tickets as scrubbed records with no remaining content; we flag any we find and migrate them only if you ask.
Do you migrate live chat, SMS and messaging conversations, such as WhatsApp, into Salesforce Service Cloud, and do they keep their original channel?
Yes. Chat conversations and messages from channels such as WhatsApp or Instagram are migrated as tickets alongside your email history, where your current platform makes them available through its API or an export. Salesforce Service Cloud may not let imported tickets keep every original channel: some platforms take most imported tickets in through a general API channel instead. So we keep the original channel wherever Salesforce Service Cloud allows it, and can tag each ticket with its original one, such as chat, SMS or WhatsApp, so your team can still find and filter them. If an export leaves out the message content for some channels, we tell you and agree another way to retrieve it.
If our exported tickets have no status, what status will they get in Salesforce Service Cloud?
We set them to closed by default, unless you choose another status. Without a status to map from, migrated tickets are treated as history and kept out of your team's live queues. If you want some of them open, tell us which ones and we set those as open, and if you change your mind after the migration, we can update their statuses in bulk.
Will our tickets end up with duplicate comments after we migrate to Salesforce Service Cloud?
Not normally, and we check for it. Our verification checks compare each migrated ticket with its original, including the message content, and each delta round is checked against what earlier rounds already migrated. If a ticket is found with duplicated comments, we can delete and reimport it, and it keeps its original creation time and conversation timestamps.
Will tickets that have no customer email address still be migrated to Salesforce Service Cloud?
Yes, if you want them. Some help desks need an email address or telephone number to create the customer a ticket belongs to, so we flag every ticket whose requester has neither, including where your current platform's privacy settings hide the email from its API, and send you the list. You can then give us the right email for each requester, or have the tickets migrated with placeholder email addresses, and we migrate them that way. Before flagging a ticket, we also look for its contact elsewhere in the ticket's data.
If our spam tickets are migrated to Salesforce Service Cloud, will they still be marked as spam?
Yes, they can be. If you choose to include spam tickets, we mark them, for example with a spam tag, alongside a migration tag if you use one, so they stay easy to find and filter in Salesforce Service Cloud, and we include some in the sample so you can check them. If you'd rather leave spam behind, we agree a filter during scoping and it isn't imported.
Can you migrate our customer satisfaction (CSAT) survey responses into Salesforce Service Cloud?
Yes, where Salesforce Service Cloud can store them. Where it accepts satisfaction ratings, we migrate them with their tickets, which can need an extra permission on the new account's connection. Where it has no native place for historical ratings, we bring the scores across another way, such as a custom field or a tag on each ticket, agreed with you during scoping.
Can the activity history on each ticket, such as status changes and assignments, be migrated to Salesforce Service Cloud?
Usually not as a native timeline. Event history such as status changes and assignment timestamps stays with your old account and generally isn't something a help desk accepts on import, so it is left out of the migration. Each ticket still arrives with its full conversation, status and assignee, and with its original timestamps where Salesforce Service Cloud accepts them, and parts of the history that matter to you can be kept another way, such as a tag with the ticket's original status or an internal note.
Can you migrate tickets that belong to private or restricted categories into Salesforce Service Cloud?
Yes, once the migration's connection can reach them. If a category or group is private or restricted in your current help desk or in Salesforce Service Cloud, the account we connect with may not be able to read or create tickets in it, so we flag every ticket this affects. You can then lift the restriction or give the connection the access it needs, such as an admin-level account, and we migrate the remaining tickets, or tell us to leave them out.
If we have social media messages, such as Facebook and Instagram comments, will they keep the right author and show where they came from when we migrate to Salesforce Service Cloud?
Yes, as far as your current platform records it. Each message is attributed to the author your current platform's API reports, and messages from your team show under the right agent as long as that agent's account exists in Salesforce Service Cloud before the tickets are migrated; otherwise they fall back to the default agent. We also carry over the message source in as much detail as the API provides, for example telling comments on Instagram posts apart from comments on Instagram ads.
Can you migrate email threads that never became tickets from our email account, such as Gmail, into Salesforce Service Cloud?
Yes. Once your email account, such as Gmail, is connected, we can pull selected email threads directly from it, for example for a date range you choose, and migrate them into Salesforce Service Cloud as tickets. We share the list of threads with you to confirm before anything moves. Because they were never tickets, some details can look different from tickets migrated from your help desk.
Will tickets that have no messages or comments still be migrated to Salesforce Service Cloud?
Yes, if you want them. Some help desks can't create a ticket without at least one message, so we flag every ticket that has none and send you the list rather than skipping them silently. We first check whether the content is stored elsewhere in your current platform, such as a ticket description we can use as the first message. Otherwise we can migrate the ticket with a placeholder message, or leave it out if you prefer.
Can our macros or saved replies keep their folder structure in Salesforce Service Cloud?
Usually, in a form Salesforce Service Cloud supports. Each macro's folder is captured in the migration checklist, and you can rename folders there before the run. Where Salesforce Service Cloud has no folders for macros, we apply a tag named after each original folder, so your team can filter and find them grouped the way they're used to. Where it does have folders, we can place the migrated macros in a folder you choose.
At what stage of the migration to Salesforce Service Cloud are our macros moved over?
Usually during the historical migration, before the final delta sync at go-live, though the timing is agreed with you. Macros can also go into the sample migration so your team can review them before the full run. Any you decide you want after go-live can be migrated then.
What happens to a conversation that mixes email and chat messages if Salesforce Service Cloud keeps those channels separate?
We agree the approach with you during scoping. One option is to split the conversation into a ticket for each channel, each carrying the same subject, tags and other details, so the two are easy to find together on the same customer. If you'd rather have a single thread, we confirm during scoping whether Salesforce Service Cloud can hold it that way, and you check the result in the sample migration.
Why might some of our macros not migrate to Salesforce Service Cloud?
Usually because something a macro depends on isn't in Salesforce Service Cloud yet. A macro whose actions reference a team, field or other setting that doesn't exist there can't be created until that item is set up, so we list those macros for you to create the missing items or tell us how to adjust them. Others may have been left out by choice in the migration checklist, not returned by your current platform's API, or blocked by a limit on how many macros your Salesforce Service Cloud account can hold. Any you want later can still be migrated.
Will a customer with several email addresses or telephone numbers end up as duplicate contacts in Salesforce Service Cloud?
Not if we agree the merges with you first. We identify records that share an email address or telephone number and propose merges in the migration checklist, where you confirm each one and choose which address stays primary. Each merged set becomes one contact holding all of that customer's tickets and, where Salesforce Service Cloud allows it, all of their email addresses. We don't merge on a guess, so records you don't confirm stay as they are.
If we use a chatbot, do you migrate it and its conversation flows into Salesforce Service Cloud, or only the conversations it handled?
We migrate the conversations it handled, not the chatbot itself. Every chat conversation the bot took part in comes across with your ticket history, while the chatbot's own setup isn't migrated as data and is set up again in Salesforce Service Cloud where it offers one. Workflows and automation rules are a separate item, and the ones you have today can be recreated in Salesforce Service Cloud as agreed during scoping.
Will our customers be able to see their migrated conversations in Salesforce Service Cloud, for example in a customer portal?
It depends on Salesforce Service Cloud. Migrated tickets are attached to each customer's contact record like any other ticket, so where Salesforce Service Cloud has a portal that shows customers their own tickets, the migrated ones can appear there, while internal notes stay private to your agents. Some portals only show tickets or replies set up in a particular way, so we confirm during scoping how imported tickets show to customers in Salesforce Service Cloud and check it in the sample migration.
Can our agents reply to customers from migrated tickets in Salesforce Service Cloud?
Yes, where Salesforce Service Cloud treats migrated tickets as regular tickets and your support email is connected to it. An agent's reply from a migrated ticket then goes out to the customer, and the customer's next reply continues on that same ticket. Some help desks keep imported tickets read-only, so we confirm this for Salesforce Service Cloud and test it on your account before your team relies on it.
Will the information that integrations show in our tickets be migrated to Salesforce Service Cloud?
Not if that information lives in the integration rather than in your help desk. This information is often drawn live by the integration, and where your current platform doesn't store that data or return it through its API, it can't be migrated with the tickets. The tickets and their conversations migrate as normal, and your team reconnects each integration to Salesforce Service Cloud after cutover.
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